About the position
As a Customer Care professional at Centene, you will play a crucial role in changing the lives of our 28 million members. This position allows for remote work flexibility from anywhere in the United States. The primary purpose of this role is to perform real-time analytics to monitor contact center call traffic, reflect current workforce operational targets, and predict resource demands. You will analyze complex contact center metrics to determine the efficiency of the contact center and ensure that service levels and customer experience are achieved. Additionally, you will utilize real-time allocations of resources, prioritize certain channels, and escalate requests for staffing changes as necessary. You will also partner with the Workforce Scheduling and Forecasting groups to ensure call volumes are managed effectively and included in future forecasts.
Responsibilities
- Perform real-time monitoring of queue metrics and contact center staff performance.
- Utilize real-time allocations of resources and prioritize channels as necessary.
- Monitor and drive real-time adherence to schedules for team members.
- Prepare and communicate trends, insights, and action plans regarding performance activities.
- Act as the primary point of contact for daily scheduling questions and issues.
- Use key business indicators to drive business decisions.
- Run scheduled and ad-hoc reports on various performance metrics.
- Optimize the use of real-time monitoring tools and workforce management techniques.
Requirements
- Bachelor's degree required.
- 2 - 4 years of related experience or equivalent experience.
- Experience with managing, inspiring, motivating, and engaging workforce-related teams preferred.
Benefits
- Competitive pay.
- Health insurance.
- 401K and stock purchase plans.
- Tuition reimbursement.
- Paid time off plus holidays.
- Flexible work schedules (remote, hybrid, field, or office).
